Damaged item

If a customer reports receiving a damaged item from their order, please follow the appropriate steps based on the scenario below:

Scenario 1: Damaged Upon Delivery

If the customer reports receiving a damaged item upon delivery, please take the following actions:

1. Inquire About the Condition of the Package:
   Ask the customer if the box was damaged, re-taped, or re-labeled upon arrival.

2. Request Supporting Evidence:
   Request the customer to provide images of the box, including the label, and images of the damaged item.

3. Use the Appropriate Macro:
   Use the macro:
   "Post Delivery Issues :: Missing Damaged Product".

Scenario 2: Damage After Use

If the customer reports that the item became defective after a few uses, please follow these steps:

1. Ask Relevant Questions:
   Pose the following questions to understand the nature of the damage:

   • Question 1: How was the item defective, and how was it used?
   • Question 2: How much load was carried by the item (if applicable, especially for items with a working load limit, WLL)?
   • Question 3: Could you please explain how the tarp became defective?
   • Question 4: How were you using the tarps, and for what application or purpose?
   • Question 5: Were you using protective measures, such as corner protectors, to prevent damage from sharp edges?

   (Note: Choose the questions most relevant to the customer’s specific situation.)

2. Use the Appropriate Macro:
   Use the macro:
   "Post Delivery Issues :: Warranty Response".
   
   
   

3.  Ask for the images from customer or if product  is not  functional we can ask for a small video as well. 
    

4. Set the Ticket to Pending:
   Mark the ticket as pending for the next day to allow time for further investigation or response.